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Austrian Airlines Special Assistance

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Disabled Access to Flights

Austrian Airlines has developed a special service concept for passengers who have disabilities or whose mobility is restricted. The concept complies with Regulation (EC) No. 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air.

On our direct flights to/from the USA our service for passengers with special needs complies with the regulation 14 CFR, DOT382.

Before Departure

Booking well in advance

It’s important for us that you book your flight well in advance, i.e. at least 48 hours before departure, and tell us exactly what your needs are.

Why should I book in advance?

It allows us to put together a service package carefully tailored to your individual needs.

We offer seat choice to the highest extent as possible, for flight safety reasons it might be restricted in defined rows (e.g. emergency exits).

Some of the aisle seats on our aircraft are equipped with moveable armrests for your comfort. Ask for these seats at time of booking!

Travelling with a wheelchair

If you are travelling with your own wheelchair, please notify us of its size and weight and any special features (e.g. folding/non-folding, sport/electric wheelchair).

Size and weight limitations on our regional fleet

Aircraft

Size Limitations

Weight Limitations

Bombardier Q400

145 x 106 x 91 cm

150 kg (must be notified)

Fokker 70

126 x 75 x 70 cm

150 kg (must be notified)

Fokker 100

126 x 75 x 70 cm

150 kg (must be notified)

The transport of up to two pieces of mobility equipment (wheelchair, crutches, other mobility aids) per person with reduced mobility is free of charge.

If you are travelling with a battery-driven wheelchair, please give us prenotification at least 48 hours before departure and notify us of the type of battery:

Non spillable batteries (gel and dry batteries) can remain in the wheelchair, but must be secured and disconnected and the poles must be isolated before boarding the aircraft.

If your mobility aid is powered with lithium-ion batteries please provide us with a Material Safety Data Sheet issued by the battery manufacturer.

For safety reasons, special packaging criteria apply to wet battery-driven wheelchairs. Therefore transportation of wheelchairs with wet battery must be cleared in advance with Special Cases Desk: specialcases@austrian.com.

Battery powered mobility aids are subject to possible limitations of space in the cargo hold of the aircraft and must comply with the applicable dangerous goods legislation.

Degree of reduced mobility

Please let us know the extent to which your mobility is reduced.

There are three internationally recognised wheelchair categories to help you classify your degree of disability

Wheelchair Category

Description

WCHR – Wheelchair Ramp

Guest only requires wheelchair to cover longer distances; able to climb stairs independently.

WCHS – Wheelchair Steps

Guest not able to climb stairs but can cover short distances on foot.

WCHC – Wheelchair Cabin Seat

Guest requires wheelchair at all times, unable to move around the cabin without help from another person – own wheelchair carried with him/her at all times.
Assistance Dogs

Assistance Dogs

are carried free of charge on Austrian Airlines

may travel with you in the cabin but must be kept on a leash

are restricted in size and weight due to safety reasons, therefore we ask for prenotification

proof of the animal’s status as service animal must be given at check-in

Dogs are also accepted for therapy purposes in the passenger cabin on Austrian Airlines flights to and from the U.S.A. including our feeder- and onward flights under following conditions:

they must be restrained during flight

advance notification at least 48 hours before departure

appropriate current documentation issued by a licensed mental health professional confirming the animal’s need of presence during the flight must be presented

On our long-haul flights we have to place sanitary povisions, so we require a written documentation that the dog will not relieve itself respectively can relieve itself in a way that does not create a sanitation issue on the flight.

Upon Departure

Check-in

Our staff or contracted partners at the airport will be pleased to assist you from your arrival at the airport through to the departure gate.

Important: To ensure you reach your flight in good time and enjoy the best possible service, please observe the respective check-in deadlines.

Travelling with your own folding wheelchair

You’re welcome to use your own folding wheelchair as far as the departure gate. A “Delivery at Aircraft“ baggage tag will be attached to the chair at check-in, and it will be loaded directly onto the aircraft.

For safety reasons, electric and battery-driven wheelchairs are excluded from this arrangement.

On Board

From the terminal building to the aircraft

Each airport provides different transport facilities for passengers with reduced mobility, depending on the local circumstances. You may have to change wheelchairs when transferring from the terminal building to the aircraft itself.

Please mind that level entry boarding/deplaning might not be available at all airports we are operating to.

Hand baggage

We recommend that you keep your hand baggage as light as possible so you can transport it yourself. Your hand baggage may not be larger than 55 x 40 x 23 cm or weigh more than 8 kg.

Do you have to take any medication during the flight? If so, please make sure that you carry it with you in your hand baggage – and please observe the hand baggage regulations.

Choice of seat

If you are restricted in mobility or impaired in sensory perception you have seat choice to the highest extent as possible, for flight safety reasons it might be restricted in defined rows (e.g. emergency exits).

Some of the aisle seats on our aircraft are equipped with moveable armrests for your comfort. Ask for these special seats at time of booking!

On Arrival

On arrival at your destination airport your wheelchair will be returned to you, either immediately after disembarking or at baggage reclaim. You may have to wait a short time for your wheelchair to be returned.

The local airport wheelchair service will be waiting for you at the aircraft upon arrival and will help you to continue on your journey.

Important phone numbers

Austrian Airlines Call Center

+43 5 1766 1000

Support for passengers with special needs

Medical Information

Medical Assistance

Doctors on Board

Austrian Airlines is to join the “Arzt an Bord” (Doctor on Board) programme of the Lufthansa Group. Under the programme, doctors can have themselves registered immediately. After the first flight registered doctors receive 5,000 award miles along with a pocket book of in-flight medicine. Extension of the programme means a fundamental benefit for Austrian Airlines: the pool of flying doctors is being expanded throughout the Lufthansa Group. The doctor benefits from award miles.

The names of registered doctors are stored in a Miles & More database, together with their specialisation. This allows flight attendants to approach the doctor in the event of an emergency and request their help. Doctors also have liability insurance against claims for compensation.

Medical Equipment on Board

Standard European recommendations exist for the medical equipment which should be carried on board aircraft:

emergency medical kit: a type of large doctor’s case

first aid kit: contains first aid equipment

on-board chemist (additional with some airlines): contains a number of different types of medication useful for everyday use

Medical Clearance

Medical Clarification und Airworthiness

We ask passengers to seek medical advice before boarding a flight recovering from:

operations

serious illnesses/medical conditions

hospital stays

In case of doubt, please write to the Special Cases Desk:
Fax: +43 5 1766 51043 or specialcases@austrian.com

The following do not require medical clearance:

guests with a disability that has been unchanged since birth or for an extended period of time

guests assigned a wheelchair due to damage to the skeletal and musculoskeletal system (inflammatory or degenerative) suffered as a result of disease (e.g. MS, brittle-bone disease)
for further details, see Disabled Access to Flights

guests with mild forms of chronic obstructive bronchitis and asthma, which do not cause seizures, and are being successfully treated with the patient’s own medication and when the doctor responsible for treatment of the condition does not feel it is necessary for you to receive oxygen during the flight

guests who have had a heart attack several weeks previously without any additional complications, provided that the cardiologist responsible for treatment of the condition has no concerns

Due to valid security regulations in various countries we recommend you to take along a medical certificate for cardiac pacemakers or impanted metal parts. Inform the security staff before passing the security check.

Flight Clearance from the Medical Service

When do I require flight clearance from the medical service of Austrian Airlines?

after serious operations

in the first few weeks after a serious disease has appeared

for passengers being transported on board in a lying position

for passengers who require additional oxygen or other medical devices on board

if passengers are travelling in order to undergo medical treatment

If you fall into one of these categories, please be sure to write to our Special Cases Desk at specialcases@austrian.com or send us a fax +43 5 1766 51043.

The information form is the basis for your flight clearance, it is to be completed by the doctor responsible for your treatment.

Transportation of a Sick Person

When do we have to refuse to transport a sick person by air?

if it is reasonable to expect medical complications to arise for a diseased person during the flight due to their poor general state of health

if the passenger would require medical attention, and this is not possible

if the doctor treating the condition refuses to provide information of any kind about the disease

if there is a possibility of infectious diseases being transmitted to other passengers

Frequent Traveller’s Medical Card

The issuance of a FREMEC (Frequent Traveller’s Medical Card) might simplify your journey if you travel a lot by air:

All your assistance requirements are recorded on the card, which replaces the need for the completion of the mecial information form (MEDIF) which is otherwise necessary for every flight.

Your individual care package will be aligned with the assistance requirements on the FREMEC. Therefore it is important that you contact our Special Cases Desk whenever you book a flight.

The card will be valid for at least one year – depending on your physical and medical condition.

If you wish to make use of the advantages of this FREMEC, please contact specialcases@austrian.com.

Flying when Pregnant

Up to how many weeks before giving birth is it allowed to fly?

Austrian Airlines accept pregnant women who are more than four weeks from their expected due date, as birth in Central Europe occurs too early in 6 or 7 % of the cases, around the 38th pregnancy week.

Each risk pregnancy means an absolute no for flying!

A pregnant woman should consult her gynecologist or treating doctor prior to every flight during the pregnancy as there could be a higher risk of the development of a deep vein thrombosis.

At what age is it safe for a newborn baby to fly?

With healthy newborn babies it is possible to fly only 7 days after birth. However, the mother is advised to consult with treating doctor regarding increased thromboses risk after birth.

Baby Basket

A baby basket is a baby bed provided by the airlines on long-range flights to accomodate babies up to 6-8 months old. The baby-basket itself is free of charge but the service is only possible together with a seat reservation on a bulk head seat which is subject to a seat reservation fee.

Traveller’s Thrombosis

Definition of the Traveller’s Thrombosis and Causing Factors

The Traveller’s Thrombosis is a thrombosis that occurs in the deep venous system of the lower extremities (with or without pulmonary embolism complications) of a person, who did not show any signs of acute venous embolism at the time of departure, resulting from a prolonged seating during flights. The Traveller’s Thrombosis is also known as “deep vein thrombosis” or DVT.

The low mobility fostered by long-haul flights favors the developments of deep vein thrombosis in patients with existing risk factors.

Causing factors in the development of thrombosis

pressure on the upper thighs, caused by prolonged sitting and low mobility in narrow seats and rows

low air humidity on board can favor the formation of blood clots in cases where passenger may be lacking fluids

Preventive Measures

Abundant intake of mineral water, still water, soft drinks, herbal tea are recommended. An additional 1 to 2 litres is advisable, depending on the flight duration!
Avoid excessive intake of coffee, black tea, and alcohol as these drinks have a dehydrating effect.

Exercise on board – Exercises generally activate the muscle pump, which accelerates the flow of blood in the veins. Wear clothing that is loose and comfortable to avoid the restriction of the blood flow. Do isometric exercises. While sitting, carry out circling and jiggling leg exercises. From time to time, take exercises for the leg muscles, like tensing and relaxing the lower and upper thigh muscles. Massage legs.

Compression stocking of the category 1-2 are recommended, even in the case of a low risk for thrombosis. Most of the time, knee-socks are sufficient. Please consider that expert advise is absolutely necessary. Material of poor quality or bad fitting in the back of the knee together with folds are unsuitable! Depending on the medical condition, calf socks of different categories are recommendable.

Medication improving blood flow – Usually, low molecular heparin can be subcutaneously injected to the fat tissue of the abdominal wall or upper thigh. The passenger has to learn from the doctor how to self-inject and should also eb aware of the side effects and contra-indications.

Risk Categories

Category

Description

category 1 – low risk

Every prolonged seating period during long-haul flights may present a low risk for passengers.

category 2 – moderate risk

In addition to a prolonged flight duration, pregnancy or post-natal period or at least two of the following factors:
* be aged 60 years and over
* clinically relevant heart diseases
* presence of vascular diseases in the family/susceptibility to vein affections
* large varicose veins, chronical venous insufficienc
* ovulation suppressors (birth control pill)/post-menopausal, hormone replacement therapy
* obesity (BMI > 30)
* exsiccosis

category 3 – high risk

In addition to a prolonged flight duration,
* venous thromboembolism antecedent
* malignant tumors or other serious diseases of the sort
* leg injuries requiring the immobilization of the limb
* recovery from an operation involving a high risk of thrombosis

Following portable oxygen concentrators have been tested and approved by the Austrian Airlines technical department. They may be used on board our flights for medical reasons. Non approved devices may be taken into the passenger cabin, but must not be used during the flight.

Approved Oxygen Concentrators by myAustrian to be used on Board

POC-Type

Manufacturer

LifeStyle; FreeStyle; FreeStyle5; Focus (AS078)

AirSEP Corporation

Delphi RS-00400

Delphi Medical Systems

iGo

De Vilbiss Healthcare

Inogen One; Inogen One G2; Inogen One G3

Inogen, Inc.

LifeChoice, LifeChoice Activox

Inova Labs, Inc.

International Biophysics LifeChoice

Intern. Biophysics, Inc.

Invacare XPO2; SOLO2

Invacare Corporation

Oxlife Independence Oxygen Concentrator

Oxlife LLC

Oxus RS-00400

Oxus

Easy Pulse

Precision Medical

Evergo; Simply Go; Simply Go Mini

Respironics Inc.

Eclipse; SAROS

Sequel Technologies

If you want to use one of the portable oxygen contentrators listed above or your CPAP device on board our flights, following conditions must be met:

a minimim 48 hours advance notification before departure to specialcases@austrian.com please provide:
name, flight and date or your reservation reference number and
brand and exact type of the device and
which kind of batteries/rechargeable batteries are used and
your request (permanent or partial/standby use)

for flight safety reasons, your device must be switched off and stowed during flight phases in which the flight crew considers it essential (e.g. take off, landing)

the outer package of the device must bear a manufacturer’s label indicating the name of the device

In case of permanent use sufficient non-spillable battery power for 150 % of the maximum flight duration must be available (if the flight duration is 4 hours, you have to take battery power for 6 hours).
Mind that the device’s connection to the aircraft electrical power is not possible as a constant electric supply cannot be ensured!

batteries carried on board the aircraft in carry-on baggage must be protected from short circuit and from physcial damage

Allergen Labelling on Food Products

On 13 December 2014, the EU regulation 1169/2011 on the provision of food information to consumers came into effect. The purpose of the new regulation is to ensure that consumers with food allergies or intolerance are informed about the use of allergenic ingredients in food products.

The new legislation also has an influence on the airline industry. The regulation requires that all airlines departing from EU countries including Norway and Switzerland must be able to provide clear information to passengers about the presence of possible allergens in the meals provided on board.

Austrian Airlines provides all required information on possible allergenic ingredients in food and beverages, served on board of our EU flights (including Switzerland and Norway). In case you have any food allergy or similar concerns, please talk to your doctor before travelling with us. Austrian Airlines will not take any responsibility for any allergic reaction you might have on one of our flights.

Kids on Tour

A journey by plane is exciting – especially for our little ones. Austrian offers a variety of special services for families travelling with children throughout the entire journey.

Here we have put together some useful tips for you about flying with children. So you can better prepare for your trip and start a relaxing family vacation.

Travel Arrangements

Seating

When you’re travelling together with your children, you want to sit together as well. Whether it’s next to the window, the aisle or in the middle seat, you can select your seat category when making your booking. Guaranteeing your preferred seating in this way costs from EUR 10 per leg of your journey, and can be booked 48 hours or more before departure.

Eating

For flights lasting 3:45 hours or longer, delicious children’s menus such as pasta or schnitzel can be ordered free of charge. As we prepare our menus always fresh, we need your meal order no later than 24 hours before departure.
On flights within Europe, meanwhile, your little gourmets can enjoy DO & CO à la carte. The children’s menu costs EUR 15, and can be ordered while booking your flight at austrian.com or by going to You will be directed to a possibly non-accessible site. Take care. Be careful.alacarte.doco.com. This needs to be done at least 36 hours before departure in both cases.
Meals for infants aged under 2 years are limited available on all Austrian flights and do not need to be explicitly posted.

Buggies

The transportation of a foldable baby stroller on Austrian Airlines flights is up to a weight of 10 kg (22 lbs) free of charge. At some airports you may take your stroller to the aircraft. In case your stroller or buggy does weigh more than this value it must necessarily be checked-in. If your free baggage allowance is exceeded the respective excess baggage fee applies.

Please note: Passengers departing from Vienna Airport need to check-in the baby stroller at the bulk baggage counter in Terminal 3. The airport provides free baby strollers for a temporary use. They may be taken to the departure gate and left there before boarding the aircraft.
On arrivals at Vienna Airport baby strollers will be returned to all passengers via the baggage carousel.

Infant/Car Seat

You may bring your own infant car seat on board of Austrian flights. Simply reserve a seat for your child at the applicable child fare well ahead of time.
The infant car seats must be approved for transportation on board an aircraft (TÜV-, FAA- or CASA certified) and must fit on the cabin seat (max. dimensions 43 cm x 43 cm).
You may bring different models of child restraint devices but due to safety reasons the device may not be used during take-off and landing and when the fasten seat belt sign is switched on.

Please mind, that you are familiar with the manufacturer’s instructions for the child restraint device’s use and fitting in a plane as you are responsible to attach it to the passenger seat.

Unfortunately, our cabin crew will not be able to help you fix the infant car seat in place. If the device cannot be fitted properly, it must be checked-in.

Suitable Seat Designation

When checking-in, observe following:

choose preferably a window seat for your child using the child restraint device

accompanying persons should take the seat next to the child

seats in emergency exit rows and bulkhead rows may not be used

with the use of a car seat other passengers must not be inconvenienced or impeded in the event of a possible emergency evacuation

Please note that children under 2 years require their own seat for fastening this restraint harness and notification to specialcases@austrian.com is required.

Family Fun Gate

The Family Fun Gate is situated just past the Security Check, after the shopping area at the beginning of the “F” Gates. A wide range of children’s play areas, including two slides, a climbing wall, a climbing frame and a labyrinth with a punch bag, revolving door and foam snakes are guaranteed to set children’s hearts racing with excitement. For our very smallest passengers, meanwhile, there’s a special area for changing nappies, complete with seating for Mum and Dad.

Children Travelling Alone

We offer supervision service against a surcharge for…

children traveling alone aged between 5 and 11 years

youth between 12 and 18 years on parents’ special request

The parents or guardians will need to…

book the flight and organize any necessary travel documents (passport, visa for the destination country if necessary, travel insurance, etc.).

provide us with the names, addresses and telephone numbers of the adults bringing the child to the airport/collecting the child from the airport when making the booking.
Our staff only hands over the child to the person specified by you.

pay the fare together with a supervision charge per child travelling alone and flight.
Please mind that in case of code share flights the operating carrier’s rule is applicable.

receives at time of check-in a small travel pouch (UM bag) for all essential documents and is taken into our custody.

will be accompanied to the gate by you for flights departing from Vienna. (Upon request your child may also be accompanied by our ground staff.)Please note: accompanying persons must present a valid photo ID.

will be accompanied by our ground staff to the aircraft and will be handed over to our flight crew.

is in custody of our flight attendants on board during the entire flight.

is met by our ground staff upon de-boarding and is handed over to the designated person as stated on the Handling Advice.
The person must prove his/her identity.

Please note: It is not possible to book a flight for children travelling alone online. Please contact our Customer Service Center at +43 5 1766 1000.

Charges per Child and per Flight

Flight

Charge

Domestic (within Austria)

EUR 60 or USD/CAD 90

Europe

EUR 60 or USD/CAD 90

Intercontinental

EUR 100 or USD/CAD 150

Examples

If your child is travelling from Vienna to London (flight within Europe) we charge EUR 60.
If your child is travelling from Graz via Vienna to London we charge EUR 120 for these two flights.

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Sky Inclusion created the Airline Special Assistance review website (www.airlinespecialassistance.com) as an independent forum for passengers with special needs. Sky Inclusion plans to become the leading review site for airlines and associated special needs air traveler reviews.
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